Casinomoons.com deactivated account [RESOLVED]

[NCOKNG]

I won 1 month ago 1000€ in casinomoons.com and they, deactivated my account because I wanted to verficate my account, so I could withdraw. I tried to contact the support two times, but no one answered!

This site should be Blacklisted immediately!!

Email: [email protected]

[Admin]

Hello NCOKNG, 

Thank you for reporting this issue. We're sorry to hear about your experience and we've forwarded your post to the casino. 

We'll update you the moment we have an answer.

Thank you for your patience.

OCR Moderator 

[CasinoMoons]

Hello, 

We hope this message finds you well. 

Unfortunately we were not able to locate your Casino Moons account using the email address mentioned in your post. Please provide us with your username or the email address used to register your account on the website and we will look into it right away. 

We are looking forward to hearing from you. 

Kind regards, 

The Casino Moons team

 

[NCOKNG]

On 5/18/2019 at 2:51 PM, NCOKNG said:

On 5/24/2019 at 3:44 PM, CasinoMoons said:

Hello, 

We hope this message finds you well. 

Unfortunately we were not able to locate your Casino Moons account using the email address mentioned in your post. Please provide us with your username or the email address used to register your account on the website and we will look into it right away. 

We are looking forward to hearing from you. 

Kind regards, 

The Casino Moons team

 

Email: [email protected]

USERNAME IS . bsbsnd

[CasinoMoons]

Hello, 

We hope this message finds you well. 

Please note that we have looked into this matter and found that your account has indeed been disabled, due to the fact that the Security team identified more than one account that you had on the website, as per the following rule from the Terms and Conditions page of the website: 

2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts.

We have also checked the balance that you are referring to and no withdrawal requests have been placed on your account since registration. Please also keep in mind that since there were no deposits made on the account, the free bonus that you have played was unfortunately not cashable, according to the following rule from the Bonus Rules page of the website: 

1.1.4. In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account.

We appreciate your patience and understanding in this matter, and we are at your disposal should you have any further questions regarding your account. 

Kind regards, 
The Casino Moons team

[Admin]

Thank you CasinoMoons representative for posting your findings.

OCR Moderator 

[NCOKNG]

On 5/27/2019 at 11:45 AM, CasinoMoons said:

Hello, 

We hope this message finds you well. 

Please note that we have looked into this matter and found that your account has indeed been disabled, due to the fact that the Security team identified more than one account that you had on the website, as per the following rule from the Terms and Conditions page of the website: 

2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts.

We have also checked the balance that you are referring to and no withdrawal requests have been placed on your account since registration. Please also keep in mind that since there were no deposits made on the account, the free bonus that you have played was unfortunately not cashable, according to the following rule from the Bonus Rules page of the website: 

1.1.4. In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account.

We appreciate your patience and understanding in this matter, and we are at your disposal should you have any further questions regarding your account. 

Kind regards, 
The Casino Moons team

Hello, 

i did not open 2 accounts. This was my first account. I would deposit if I were Verificated but the Casinomoons blocked me, so i couldn't deposit or login to my account. Please let me know which account you found, for you to say 'multi-accounter' there is so many same names.

 

Best regards

[CasinoMoons]

Dear NCOKNG,

Thank you for getting back to us.

Please note that OCR Moderator received the documents serving as proof of the duplicate accounts identified by the Security team as belonging to you.
Based on that we will leave it to the Moderator to decide on this matter.

Regards,
Casino Moons

[Admin]

Thank you Casino Moons representative for sending the documents.

We'll go through it and share our opinion on this post. 

OCR Moderator 

 

 

 

[CasinoMoons]

Dear NCOKNG,

Security team identified 3 duplicate accounts that you have created on Casino Moons based on profile information.
Please confirm that the situation has been clarified or let us know if you have any further questions regarding the account

Regards,
Casino Moons

[NCOKNG]

23 minutes ago, CasinoMoons said:

Dear NCOKNG,

Security team identified 3 duplicate accounts that you have created on Casino Moons based on profile information.
Please confirm that the situation has been clarified or let us know if you have any further questions regarding the account

Regards,
Casino Moons

I did not open 3 accounts, is it on the same name and adress ? And is it verificated?

 

regards

[Admin]

The casino provided us with documents showing the existence of multiple accounts.

OCR Moderator

[NCOKNG]

Are the accounts opened before i won or after i won? And please send me this documents if you can

 

[CasinoMoons]

Hello,

Justification documents have been provide for the moderator's access only.

Regards,
The Casino Moons Team

[Admin]

Since the operator provided the documents showing the existence of multiple accounts, under these circumstances we regard this case as resolved.

OCR Moderator